...

Top-level take-aways

(1) Changes end-users will notice "day one":

• End-users will notice email starting to come from Remedy, a CU ticket management system.
  • Email is sent when a new ticket is created, communicating the unique ticket number associated with a new request.
  • Email is sent when CRCF/ ChemIT staff update a ticket.
  • Email is sent for all tickets we track, however we receive the request.
• We are adding an email address to request help from us, <ChemIT@cornell.edu>.
  • Using the new email address will result in an immediate acknowledgement of receipt from Remedy.
  • The old address will still work. However, the ticket number will be generated by Remedy when we first process the email request, which is similar to the past.
• We are changing what we call ourselves, and what we hope others come to call us over time.
  • We are changing our name to "ChemIT".

...